Verified Customer
Thank you for the 5-star review.
We are glad you enjoyed our Car Care Express service and we look forward to seeing you again next visit.
Michael Southern
Service Manager
Verified Customer
We are definitely not accustomed to receiving reviews like this, and we are certainly sorry you feel this way.
We will reach out directly to address your concerns.
Our records only indicate that this was your first visit here in 90,000+ miles on your Santa Fe. In addition to two older small recalls, we peformed extensive air conditioning and computer diagnosis all at no charge to you as a goodwill "Welcome to Earnhardt" gesture.
Our intention was to take extraordinary care of you, your vheicle, and your concerns. We are sorry we missed the mark. We will be in touch.
Michael Southern
Service Manager
Verified Customer
Thank you for the compliment for our service team.
You know, there have been a few recalls and campaigns on your 2011 Sonata, but we've thought of that as Hyundai making sure it addresses possible issues before they cause you problems.
We are sorry you did not have a good sales experience at the dealership you bought your car from, but if the time comes for you to replace this car, we'll be happy to make sure you receive the very best treatment.
Michael Southern
Service Manager
Verified Customer
This is certainly never our intent.
I would like very much to review your visit and learn how we can better serve you in the future. I will reach out to you directly.
Michael Southern
Service Manager
Thank you for our conversation and for allowing us to find a solution for your concerns.
We are very happy to be your Genesis dealer and we look forward to serving you for many more years and miles to come.
Michael Southern
Service Manager
Verified Customer
Thank you for the positive review.
We are happy to be your dealer and we look forward to serving you again.
Michael Southern
Service Manager
Verified Customer
We are very sorry to learn you feel this way about your recent experience.
It is our goal to make sure every customer receives the best possible service. I've reached out to you privately to get additional feedback, and I can assure you we’ll do everything we can to resolve the matter.
Michael Southern
Service Manager
Verified Customer
We are certainly sorry to hear your experiences are so differnet from most of our Genesis owners.
We have seen your car only 6 times in the last 4 years and usually for routine maintenance visits.
On your last visit you made an emergency stop because the air stopped blowing in the car. We expedited your vehicle through the shop and you were back on the road swiftly.
Of course to us this would seem like a very good outcome under the circumstances and we're sorry you do not feel the same. I am here if you would like to discuss further.
Michael Southern
Service Manager
Verified Customer
Thank you for your feedback.
We make every effort to get you in, out, and back to your life as swiftly as possible. Your unscheduled emergency visit did happen at a particularly busy time on a Saturday when all of our technicians we involved with other cars.
The timestamps show in and out you vehicle took a bit over 2 hours and while this is generally a repair that takes under an hour, we were unable to accomplish that during your recent visit. Flat tires never happen at a good time and we're sorry your flat occurred at a particularly bad time for all of us.
We will try to make this up to you on a future visit.
Michael Southern
Service Manager
Verified Customer
Thank you for your comments.
We're sorry your first visit too 'way too long' we do generally plan for 45minutes to 1 hour on our Car Care Express services which includes the oil and filter change and multipoint inspection. We also offer a compimentary wash which can add a few minutes after the service is complete.
We took 59 minutes this visit in and out of the shop, and we do hope your next visit is closer to our 45 minute benchmark.
Michael Southern
Service Manager
Verified Customer
Thank you for the feedback.
I am sure Doug Biarko will make sure everything is resolved for you. While your warranty covers repairs for defects in workmanship,or materials maintenance items are the responsibility of the owner. We're here for you and we will always try to recommend appropriate services whenever you visit. Since the 30,000 mile service is the first major service for your Santa Fe we wouldn't want to do it too early or too late.
We will trust Doug to clarify everything for you and if you ever have a question in the future please ask us right away.
Michael Southern
Service Manager
Verified Customer
Thank you for the candid review.
Certainly we will make arrangements for another advisor for you on future visits. Wile it may be true that your Elantra doesn't have power steering fluid (it is a much more sophisticated system), we should be able to review your concerns without seeming arrogant or condescending.
Please accept our apologies and feel welcome to reach out to me directly in the future.
Michael Southern
Service Manager
Verified Customer
Thank you for the feedback.
Your Equus is a special vehicle and only specially trained technicians are qualified to do any repairs on them. Based on the nature and number of the repairs, we would expect this to be an extended repair visit.
If you had concerns following your service, we would have been happy to address them in a less public way. Unfortunately since you purchased the vehicle used from a non-Hyundai dealer, we do not have the option to extend the Equus concierge or At Your Service benefits. If you choose not to return for the specially ordered parts we ordered for your car we wll send them to another dealer of your choice.
We are sorry this visit did not meet your expectations, however with the variety of concerns you brought us, having the vehicle inspected and leave the same day was reasonable. Had we been able to do the map update for you it would have required an additional 3-4 hours. MapNSoft has only very recently stopped selling v9.5 in preparation for v10 to be released. Although we could have installed v9.5 during your visit, MapNSoft would not provide an access code for outdated software at this time.
Michael Southern
Service Manager
Verified Customer
Certainly not what we would expect.
We will look into this further, thank you for letting us know and we will find a solution.
Michael Southern
Service Manager
I am glad we were able to sort out the shortcomings from your last service visit.
Thank you for letting us make it right and we look forward to making it all up to you in the future.
Michael Southern
Service Manager
Verified Customer
Sorry Peter, it is too hot outside to not have air conditioning.
Obviously we were convinced we had fixed the AC and it was blowing cold when our technician signed off on the repair. We would like to get you right back in and we will figure out the solution.
Contact any of us at your earliest convenience and we will get your air conditioning sorted out.
Michael Southern
Service Manager
Verified Customer
Barabara, we are very sorry that there was confusion about the coverage of your maintenance plan during your recent 15,000 mile check up.
Always our goal is for a complete understanding of what you have purchased when you lease a vehicle from us. Your maintenance plan does outline oil changes and tire rotations on a set schedule. It does not however have an provision for other items which do not have a 'set' interval and are more dependent on driving habits and conditions (e.g. air filters and wipers).
We will contact you to review the contracts from your lease 2 years ago, as we absolutely want to clear up any misunderstandings you have at this time.
Again, please accept our apologies for the confusion regarding what services your plan covers.
Michael Southern
Service Manager
Verified Customer
Chris,
Thank you for talking with me personally about this.
It takes special attention and effort to detail a black car, especially one with damage like yours had. A reasonable person would agree the car came out much better than it came in; yet we are sorry we were unable to meet your expectations in this case.
Michael Southern
Service Manager
Verified Customer
Verified Customer
John,
I am sorry for the problems ou experienced scheduling an appointment. Whether you choose to call us, use your Bluelink(tm), or visit us at www.northscottsdalehyundai.com, we make every effort to accomodate your vehicle needs and schedule. We do usually book our days full, so trying to schedule a same day appointment can be a challenge. I can assure you though next time you call us, we will get you to an advisor right away. We look forward to your next service visit with us.
If you have any concerns in the future, please call me directly.
Thanks,
Michael Southern
Service Manager
480-922-5200
Verified Customer
Thank you for the great review.
We are happy to be your Hyundai dealer and we look forward to serving you again.
Michael Southern
Service Manager
Verified Customer
Wow - very sorry Steven.
Over the years we've enjoyed a pretty good relationship with Enterprise when we've needed them. These days have been tougher, seems there aren't enough rental cars and not enough people at the agency either. We know Norm is usually the best at coordinating your visits, and we know he must have thought it would have been much smoother than it was or else he would have rescheduled your visit.
We have too few choices for rental cars these days and we're sorry this visit did not go as planned. The two star review will count against Norm which we don't think was your intention, but absolutely promise to share your frustration with Enterprise (not much we can do about it these days, but we'll let them know it is disappointing).
We'll look forward to Norm making this up to you on a future visit, he'll want to erase this review.
Michael Southern
Service Manager
